An Optimization Program for Predictive Results
CLIENT OVERVIEW
GROWTH OPPORTUNITIES
As the leader in developing and delivering inline process control and yield management solutions for solar cell manufacturers, the Aurora Solar customer success team sought more than a customer success consulting firm. They wanted a partner to work with that would have an impact quickly with training and assessment, but that would help scale the customer experience with technology and quickly. Aurora Solar partnered with Growth Molecules™ in three critical ways:
- Customer Success and Account Manager training and enablement
- Customer Success Assessment to help prioritize customer experience scale programs
- Customer Success Platform Optimization
PART I. Education To Help Protect And Grow Revenue
“The engagement immediately helped our CSMs lead customers with a growth mindset and the skills to apply emotional intelligence to client interactions. The engagement created a methodology for the team to follow without feeling scripted. We’ve had multiple cohorts of employees participate in the training as we have quadrupled in size from when we first began the engagement. We look forward to continuing this foundation and advanced proactive approach to managing customers in 2023 and beyond.“
Enabling Customer Success Managers Pays Off.
TRAINING ENGAGEMENT RESULTS:
“We had a fantastic training experience with Growth Molecules, who I now consider our go-to training and development provider for our customer-facing teams. Supercharge your Customer Success and Support roles with a little help like we did.”
A Growth Molecules assessment aims to understand the strengths, weaknesses, opportunities, and threats internally and externally. Typically taking four to six weeks, this deep dive diagnostic results in prioritized recommendations for the top three to five areas of improvement for the client’s next 12-18 months. Recommendations typically span organizational design, including roles and responsibilities, enhancements in the customer onboarding process, technology recommendations, digital customer success playbooks, and more..
The Aurora customer success team’s assessment with the Growth Molecules™ team accomplished the following:
- Confirmed some of the assumptions made by the organization
- Helped focus and align the leadership team around top priorities as the company expanded quickly and globally
- Suggested an actionable path to scale with playbooks and a customer success platform allowing a customized digital customer experience.
With a clear understanding of the path forward across people, processes, and systems, the Aurora team is looking forward to a bright future ahead.
Customer Success Platform Optimization: “We are set up for success going forward.”
Soon after the assessment readout to the executive team, Aurora Solar aspired further to maximize their use of their customer success platform, Gainsight to achieve three outcomes:
- Predictive revenue forecasting
- Proactive customer relationship management
- Consistent customer touchpoints
- Efficient and consistent team utilization
Aurora Solar called on Growth Molecules to assess, advise, configure, and optimize their Gainsight instance to ensure that they were:
- Leading with reports that were accurate and easily accessible for leadership
- Proactively and predictively identify customer risks and opportunities for mutual growth
- Adopting the platform as a team to proactively manage client conversations
- Leveraging Gainsight to its maximum potential
The Customer Success team also needed an operations guide for the newly minted Operations leaders. Growth Molecules delivered the key outcomes set at the beginning of the project, and they did it within 90 days of kickoff, achieving high-impact goals early and throughout the journey together.
Part III. Gainsight Diagnostic Assessment and Optimization Results
Revenue Performance Visibility: 4+ months earlier than before
- Launched predictive customer health scorecard that resulted in accurate measurement of adoption, client experience (CSAT), and live risk CTAs
- Configured and deployed revenue forecasting dashboard for quick view by the executive team to make informed decisions
- Connected Salesforce opportunity data object to Gainsight, resulting in a view of a single account’s annual recurring revenue (ARR)
Time Savings: 3 hours per week in time savings per CSM via the deployment of operational best practices
- Provided foundational end-user training to 20 learners to support a CSM”s “day in the life” in Gainsight
- Deployed new sandbox environment for the client to test new Gainsight features in the future before deployment
- Trained business operations team with tools and techniques to properly mine and interpret revenue data
- Delivered a Gainsight CSM handbook and operations reference guide customized to the client’s specific technology instance
PART IV. Bringing it all Together
Aurora Solar is positioned to grow dramatically in the coming years as the leader in cloud-based software that transforms solar design, sales, and delivery. Realizing that growth and focusing on the key performance indicators takes time, they called on Growth Molecules™ to help accelerate employee training, optimize technology that helps CSMs effectively lead customers, and to recommend the most impactful way to protect and grow revenue. The partnership is two years strong, and the Growth Molecules™ is proud to have been part of the journey thus far.
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
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